Beginning today (Dec. 2), ServiceNow will be the new home for IT Intake and IT Assessments.
IT Intake and IT Assessment will join IT Service Requests and IT Incident tickets, which already are being conducted in ServiceNow. Reference the table at the bottom of this article, which outlines the four different types of IT requests, for when to use them and how to make them.
These enhancements will streamline how IT-related initiatives and assessments are managed and processed, ensuring greater efficiency and clarity in IT service delivery.
What’s changing?
Requesting new technology can be daunting, and having to use multiple systems to make and track requests can be tricky. The process will be a little easier with IT Intake and IT Assessment in one place: ServiceNow.
- IT Intake (previously conducted in Qualtrics)
- Purpose: Used to propose new IT projects, solutions, or enhancements that require assessment, prioritization, resources and alignment with business goals.
- When to use:
- For technology needs supporting strategic goals, grants or studies.
- For new systems, applications, major enhancements or upgrades.
- For introducing new software, hardware, instruments or equipment.
- For system interfaces or infrastructure projects.
- For website or mobile development or updates.
- IT Assessment (previously conducted in Qualtrics)
- Purpose: Once an IT intake request has been submitted, scoped and designed, it will undergo an IT assessment. This step ensures each request is evaluated consistently across critical areas such as feasibility, impact, risk, resource requirements and alignment with strategic goals.
- When to use:
- When seeking guidance on technical feasibility or system performance for all new and renewal third party vendors’ services, systems, applications, software, hardware, instruments and equipment before being purchased.
To ease the transition, the following IT Intake Process Overview has been added to the ServiceNow knowledgebase.
If anyone has questions or needs support after reading this article or visiting the knowledgebase article, contact the IT Service Desk at 402-559-7700.
What this means for users
- Centralized management: A single location for submitting and tracking IT projects and assessment requests.
- Simplified process: Clear categorization ensures that requests are directed to the appropriate teams for faster processing.
- Better visibility: Track the progress of IT Intake and Assessment requests directly in ServiceNow via automated notifications and real-time updates.
- Efficient evaluation: Standardized assessment criteria to ensure alignment with our organizational priorities and standards.
How to use the new processes – UNMC Projects
- Submit an IT Intake Request: Visit the ServiceNow employee portal. In the search bar type IT Intake and select IT Intake in the drop-down list.
2. Click the Request box
3. Select the type of request needed and fill in the required information.
- Track Progress: After submission, your request will be listed under Requested Items on the home page of the employee portal.
- Engagement During Assessment: Once the IT team has completed the technical design for a request, they will submit a due diligence engagement request in ServiceNow to start the IT Assessment process.
See this chart for more information about understanding IT requests for UNMC.